The voice of the independent garage sector December/January 2025 www.aftermarketonline.net 12 In with the new… 2025 industry predictions 19 40 Garages on alert Winter checks Rise in lubricants probe Cool workshop tips NEXT-LEVEL FUNCTIONALITY. NEXT-LEVEL RESULTS. THAT’S A PLUS. The ZEUS™+. Driven by Fast-Track® Intelligent Diagnostics.
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Editor’s comment 3 www.aftermarketonline.net JUNE 2024 Editor John Shepherd john@aftermarket.co.uk +44 (0) 1732 370 345 Head of Sales Angela Lyus angela@aftermarket.co.uk +44 (0) 7823 736 629 Managing Director Ryan Fuller ryan.fuller@dfamedia.co.uk Marketing Manager Hope Jepson hope.jepson@dfamedia.co.uk Production Design Anthony Wiffen production@aftermarket.co.uk +44 (0) 7851 612799 Finance Department accounts@dfamedia.co.uk +44 (0) 1732 370 340 Contributors David Banks Martin Brown Bill Fennell Grant O’Hara Iain Molloy Published by DFA Media Group 192 High Street Tonbridge Kent TN9 1BE +44 (0)1732 370340 ISSN 2516-9149 Aftermarket is published 10 times a year and is sent free of charge to applicants meeting the publisher’s criteria. All others may subscribe at £60 per anum, £120 Europe and £150 rest of the world. While every care is taken to provide accurate information, the publisher cannot accept responsibility for any errors or ommisions, no matter how caused. All rights reserved. No part of the publication may be reproduced or transmitted in any form or by any means without prior consent of the publisher. The views of contributors do not necessarily represent the views of the publisher. Copyright: DFA Aftermarket Media Ltd 2024. Average net circulation July 2023 to June 2024 21,945 It’s beginning to feel a lot like Christmas… Have you made any newyear resolutions yet? As I write this column, I’ve only got about three weeks left to think about what mine might be. When I reflect on those I have made in the past, most resolutions usually evaporated into the crisp winter air not long after the new-year chimes of Big Ben faded away. Perhaps that should be a resolution: make one and stick to it! I’ll let you know (maybe) how that goes. But before then, of course, we’ve got the run-up to the ‘big day’ itself. I hope all of you will be able to wrench yourselves away from the workplace for some quality time with family and loved ones over the Christmas period. However, this time of year can also be exceptionally difficult for those who find themselves in crisis or struggling with cost-of-living pressures. All credit to the automotive industry’s fantastic charity, Ben, which has again launched its ‘Christmas families project’. The project aims to support families who might otherwise have to make impossible choices about heating or eating and whether they can afford Christmas gifts. There is still time to help out, so visit www.ben.org.uk/ supportBen if you would like to show your support at this time. Meanwhile, remember this is a double issue of the magazine for December/January. So it’s packed with extra-special festive features — not least some top tips in our ‘winter checks’ section for garages to make the most of business opportunities, while providing their usual invaluable seasonal services for motorists. There is also a warning that technicians should stay vigilant when choosing products for workshops. Independent trade body VLS triggered the alert after the organisation reported a 34% increase in its compliance investigations for products in just one year. For the full story, see page 20 in our technical section. And we also hear from some of the industry’s leading lights about their predictions on the challenges and opportunities that the aftermarket is likely to face in the new year. I’ll be back with our February issue, but our online news and features coverage will continue as usual throughout the holiday period to ensure you stay better informed. And on that note, I wish you all a Merry Christmas and Happy New Year on behalf of myself and the whole Aftermarket team. See you in 2025! John Shepherd Editor
News 4 www.aftermarketonline.net DECEMBER/JANUARY 2025 Contents 12 Business What awaits in 2025? 12-13 Cashing in on aftersales 14-15 Ensuring insurability 16 Why complaints matter 18 19 Technical Maximising precision and profitability 19 Workshops alert as lubricant probes rise 20-21 22 Top Technician/Top Garage Ready, steady, go… could you be among our 2025 champions? 22-23 6 Cover story Roundup of the latest industry developments 8-10
News 5 www.aftermarketonline.net DECEMBER/JANUARY 2025 24 Features Diagnostic tools 24-29 Product focus 30-31 Wheel & body alignment 32 ADAS 34-37 Fuel system and cleaners 38 Winter checks 40-45 50Tea Break A new direction at the end of the road 50 48On the road Delphi’s gateway to training excellence 48-49 46Skills and training Climbing the skills ladder 46-47 Subscribe to
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News 8 www.aftermarketonline.net DECEMBER/JANUARY 2025 Drivers ‘prioritise data security and trust’ in garages UK drivers are increasingly prioritising data security when selecting garages for servicing and repairs as vehicles become more connected and data-driven, according to a new study. Analysis by secure digital identity solutions provider Digidentity highlights growing concern among motorists about the personal data stored in their vehicles, highlighting demand for greater transparency and tighter regulations in the automotive industry. According to the study, released on November 26, two-thirds of new cars sold in the UK are now connected vehicles. Digidentity said this means the integration of digital features is driving the need for improved data governance and security. According to the survey* of a representative sample of 2,000 UK motorists, nearly 80% of respondents believed stronger regulations were needed to govern access to their vehicle’s data. Lacked control Additionally, 67% felt that garages do not communicate openly enough about data security practices, with the figure rising to 70% among women. Meanwhile, 64% felt they lacked control over how their vehicle’s data was protected, while 60% worried about potential data exploitation. These concerns are significantly influencing consumer behaviour, with 79% of respondents saying they now select garages based on trust as their top priority, Digidentity said. Among EV owners, this figure rose to 85%, indicating that early adopters of new automotive technology placed even higher importance on data security. Despite growing concerns over data privacy, price remains a deciding factor for more than half of UK Slough-based Phoenix Crankshafts has secured an investment boost of more than £500,000, the company has announced. A Phoenix spokesperson told Aftermarket the investment in the company’s team, equipment and software is from the private investor that acquired Phoenix in 2020, although details of the deal remain undisclosed. The fresh financial injection has been invested in cutting-edge equipment and software to broaden capability and create crankshafts that are harder wearing, stronger and more effectively counterweighted, Phoenix said. Tom Coady, workshop manager at Phoenix, said: “With significant financial investment and a growing team, we’re in a better position than ever to help customers preserve and develop their vehicle.” £500,000 investment booster for Phoenix Crankshafts drivers when choosing their garage, Digidentity said. Peace of mind However, for owners of vehicles priced over £55,000, half now prioritise garages that demonstrate clear data security protocols, indicating a shift in preference towards mechanics that offer both value and peace of mind when it comes to data protection. Marcel Wendt (pictured), chief technology officer and founder of Digidentity, said: “Modern vehicles are rapidly becoming mobile data hubs, storing everything from location and driving habits to personal preferences.” Wendt said the survey was an opportunity for the automotive industry to build trust with customers by prioritising data protection alongside traditional factors like price and service quality. Meanwhile, a Digidentity spokesperson told Aftermarket the company has been named as the ‘Trust Centre’ for SERMI both in Europe and the UK to provide and manage digital certificates for garages and manufacturers. This will ensure that data is shared securely through authenticated security tokens and digital credentials. SERMI, already launched in Europe, will be launching in the UK in the coming months. * The study was conducted by Censuswide using a sample of 2014 drivers from the UK aged over 17 between September 16-18 2024. BORG Automotive Reman has joined a European research project consortium that the company said will help to shape the future of remanufacturing. The ‘rEUman’ project, backed by a consortium of BORG Automotive Reman and 19 other partners, has secured €6.7 million (£5.6 million) under the EU’s Horizon Europe research and innovation programme. The project aims to strengthen the future readiness and competitiveness of the European remanufacturing industry. BORG Automotive Reman and CPI, the remanufacturing branches of the BORG Automotive Group, receive €341,531 of the total funding to support their involvement, which includes activities in the area of electromobility, such as electric motors, inverters and e-turbos. BORG joins R&D project
News 10 www.aftermarketonline.net DECEMBER/JANUARY 2025 Industry ‘set to face new emissions standards’ BM Catalysts has said the automotive aftermarket is braced for significant shifts in 2025 — driven by new emissions standards and government policies. One of the most pressing changes is the potential introduction of an enhanced emissions test for particulate number on vehicles equipped with diesel particulate filters (DPFs). The decision on this test is still pending, but BM Catalysts, a leading European manufacturer of hot end emissions products, is supporting the Independent Automotive Aftermarket Federation in advocating for its implementation. If introduced, BM Catalysts said the enhanced test will place greater emphasis on ensuring diesel vehicles meet strict particulate emissions targets, driving demand for high-quality emissions solutions. Mark Blinston, commercial director, said the change aligns with the company’s focus on Euro 6 DPF development, as the firm has been expanding its product range to meet evolving market needs. BM Catalysts has also invested to support the growing demand. In 2023, the company acquired a 41,000 ft2 warehouse next to its North Nottinghamshire Fulwood Rise production plant, bringing total manufacturing and warehousing space to over 214,000 ft2. The company said the investments enable it to expand production capacity, increase stock availability and enhance dispatch efficiency. Looking ahead to 2025, BM Catalysts said it expects increased sales in emerging aftermarket technologies such as gasoline particulate filters and selective catalytic reduction systems, which it said will become increasingly important as stricter emissions standards are enforced. See more industry predictions for the aftermarket sector in 2025 on page 12. Halfords targets over 50s in apprentices drive Halfords is to offer the over 50s apprenticeships in a recruitment drive for its Autocentres business and is also looking to boost the number of women in auto technician posts. The company said on November 23 the move aimed to create 1,000 auto technician jobs over the next 12 months to meet rapidly increasing demand for vehicle servicing, MOTs, maintenance and repairs. In addition to developing its ‘Retyrement Plan’, to attract retirees back into the workforce, Halfords wants to increase the number of women in the industry. CEO Graham Stapleton said: “We all need to do better, not least when you consider that many millions of our customers are women, and that means looking at what discourages women from applying for roles and taking action.” The company is also establishing a training academy to turn “novices into qualified technicians”. “We want to give people the best possible route to return to work, Stapleton said. Becoming a qualified automotive technician can be an incredibly satisfying second career.” Halfords has more than 600 garages and nearly 700 vans. The company said demand for servicing, MOTs, and repairs is being driven in part by nearly a million customers signing up for its motoring club, launched last March. The Society of Motor Manufacturers and Traders is backing a new initiative to combat misinformation surrounding EVs — in a move set to bolster industry efforts to train up mechanics and equip garages with specialist equipment. SMMT has partnered with Auto Trader and ChargeUK to promote facts about owning and driving EVs. The initiative comes after a House of Lords’ Environment and Climate Change Committee report published last February warned of confusing messages in the media about EVs. Research by Auto Trader in April highlighted “mistruths” that were hitting consumer confidence in EVs, such as fears about electric vehicles catching fire and claims that EVs are not cheaper to run compared with ICE vehicles. SMMT said the group has now created a collection of user-friendly, simplified facts, endorsed by the Department of Transport, that offers a more balanced and data-backed view of the reality of owning and driving electric cars. The information will be regularly reviewed and updated. Mike Hawes, SMMT chief executive, said: “More than a million motorists have already gone electric and been delighted by their decision, with many benefiting from lower running costs, an outstanding driving experience and a smaller carbon footprint. “But making the switch can be daunting for some, given the need to consider charging as well as driving, so a single source of truth can avoid any confusion. And that truth is that the time to go electric is now.” Industry bid to tackle EV myths
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Business 12 www.aftermarketonline.net DECEMBER 2024/JANUARY 2025 What’s on the horizon driving into 2025..? Industry leaders gaze into the aftermarket crystal ball to forecast challenges and opportunities that may loom in the new year. We must future-proof our technicians for auto’s biggest transformation yet, says SMMT aftermarket development manager Peter Lawton... As the number of EVs on our roads grows, so too will the need for more aftermarket technicians to service and repair them. Currently, repair methods for batteries can be pretty hard to come by, but work is underway to roll out new techniques and programmes. Of course, familiar ICE vehicles are still around in their droves. ICE servicing will continue to take the lion’s share of the aftermarket’s attention and, as the average age of vehicles-in-use reaches new highs of more than nine years, they’ll likely need more work on them as well. While the EV parc is growing, it’s still relatively small. You’re far more likely to encounter new technology in the shape of ADAS in the workshop. Industry training partners and specialist suppliers offer support in genning up in this area too, so take advantage. Ensuring this burgeoning generation of vehicles has skilled technicians who can handle their complexity is critical as this technology becomes more and more commonplace. Regular inspections, verification and maintenance by technicians will ensure ADAS functions continue to work correctly and enable motorists to feel and benefit from these life-saving benefits. The government is continuing to look at how this may become a part of the good old MOT – ensuring the test is fit for this next generation of vehicles – and SMMT and its members have been involved in these discussions. As we move into 2025, the UK’s automotive aftermarket faces a new era of collaboration alongside significant challenges, says Mark Field, chief executive of the IAAF… As businesses face increased pressures following the recent budget, the sector has seen a shift toward pooling resources. Rising costs and financial strains on the industry make these partnerships essential for maintaining competitiveness and resilience. By working together, as one automotive industry, businesses can navigate the pressures of a changing landscape, ensuring they remain viable in a highly competitive market. This challenge, compounded by the ongoing skills challenges, requires a concerted effort from all sectors of the aftermarket to ensure its future growth and stability. I remain optimistic that with the right strategies in place, the aftermarket can continue to thrive, offering a sustainable and competitive future for both businesses and consumers. In 2025, ADAS systems will be increasingly difficult for independent garages to ignore says Julian Goulding, head of sales for Hella Gutmann… The time has come to address how to deal with ADASequipped vehicles, in the same way workshops have been considering other challenges such as electric and hybrid vehicles, while also navigating the thorny issue of vehicle access. Figures from the Institute of the Motor Industry (IMI) show that, by 2025, 20% of vehicles on UK roads will be equipped with ADAS technology. These vehicles will be on the ramp in independent workshops, and technicians will need the skills and equipment to work on them. This makes upskilling and training, as well as investment in key equipment essential as we enter the second half of the decade. Another key issue for garages is access. With dealer tools often the only way to gain entry to crucial systems, independents must make sure they are not locked out. Remote diagnostics will become increasingly crucial in 2025 and beyond as a result. Technology and the need for training will continue to be key concerns for garages in 2025, but with the support of HELLA and Hella Gutmann, workshops will be able to face up to the challenge and make the most of the opportunity. Mike Schlup, MD at Kalimex, distributors for K-Seal and JLM, said he sees 2025 continuing to offer further opportunities for the aftermarket… The resistance by the motoring public to EVs combined with DECEMBER/JANUARY 2025
Business 13 www.aftermarketonline.net DECEMBER 2024/JANUARY 2025 ongoing cost of living pressures, including difficulties with new vehicle finance, will see motorists hanging on to their ICE vehicles for longer than ever. This will create higher demand for servicing and repairs for independent workshops and will create more opportunities for motor factors and workshops to upsell quality additives designed to keep aging vehicles in top condition. Whether it’s blocked DPFs or leaking cooling systems, additives that help keep your customers on the road for less will be worth their weight in gold. Matt Selby, sales and marketing director at Schaeffler Vehicle Lifetime Solutions UK, says the impact of ongoing technological advancement in the new year will require garages and suppliers to continue to innovate... As the car parc continues to electrify, technicians will need to keep up with upskilling. With a shortage of staff already afflicting the industry, it is up to those in the sector to drive the change. This will be one of the key trends for the most forwardlooking organisations. Last November, Schaeffler Automotive Aftermarket officially rebranded as Schaeffler Vehicle Lifetime Solutions, following the full integration of Vitesco Technologies Group into Schaeffler. The move reflects the changing face of the sector and positions the company as a complete solutions provider rather than just a parts supplier. Going into 2025 and beyond, this approach will become increasingly crucial. The aftermarket faces a dynamic shift as we head into 2025, says Glen Callum Associates (GCA) director Glen Shepherd… This will be driven by technological advancements, evolving workforce needs and an increasingly competitive recruitment landscape. The skills gap has been one of the most pressing issues faced over the past year and will continue to be so in the future. With experienced professionals leaving the sector and new roles emerging faster than they can be filled, GCA has focused on helping businesses adopt a skillsbased hiring approach. By prioritising transferable skills from allied industries, we have helped companies expand their talent pool, enabling them to find candidates who bring fresh perspectives and problem-solving capabilities. The automotive aftermarket is evolving rapidly, with new roles emerging across areas like product development, IT, analytics, automation and EV infrastructure. Many of these roles didn’t exist a decade ago, creating exciting opportunities for technology-driven professionals. Another area that requires focus is the diversification of the workforce. As older workers stay in the industry longer, their experience and insights become invaluable in mentoring younger generations. Mark Hallam, marketing manager UK & Ireland for ZF Aftermarket, says the company envisages an industry united in its commitment to quality, safety and innovation going into 2025… Collaboration across the supply chain, from parts manufacturers to workshops, is essential to overcoming challenges like substandard components and skill gaps. By prioritising high-quality products, embracing technological advancements and investing in training, the aftermarket can not only meet rising consumer expectations but also elevate its standing within the broader automotive ecosystem. As we look to 2025, the automotive aftermarket is poised at a critical juncture, with rapid technological advances and shifting consumer expectations reshaping the industry landscape. While there are no shortage of opportunities, significant challenges must be addressed to ensure sustained growth and resilience and ZF Aftermarket is working to equip the sector with tools, training and innovations to navigate the evolving landscape. A growing concern in recent years has been the influx of low-quality components into the aftermarket. These subpar products not only compromise vehicle safety but also threaten the reputation of the entire sector. Kelvin Olds, product director at First Line, says the future of the automotive aftermarket will continue to be shaped by consumer trends and economic pressures… As the cost of living continues to rise, a clear trend has emerged: drivers are holding onto their vehicles for longer than ever before. This trend emphasises the growing need for reliable maintenance of older cars, which are statistically more prone to breakdowns. The longevity of modern cars, combined with financial pressures, has led drivers to prioritise maintenance over replacement. However, as vehicles age, their maintenance needs become more complex, particularly as they accumulate mileage. We are at the forefront of supporting this shift, offering the parts and expertise needed to keep aging vehicles on the road through our brands First Line, Borg & Beck and KeyParts. DECEMBER/JANUARY 2025
Business 14 www.aftermarketonline.net DECEMBER/JANUARY 2025 Cashing in on the aftersales market Independent garages are in demand with consumers keeping their cars for longer. But they are also under pressure. Older cars need more repairs. They require more replacement parts, tyres and fluids. With car owners looking for value and a fast turn-around, independents are actively seeking the most efficient and effective way to source those parts to achieve that vital first-time fix. Most independent garages would prefer to use genuine parts, which are far more likely to fit and work as expected. But they also need to balance speed of delivery and cost — if the local franchise dealer is not able to provide the right part, at the right time and price, there are plenty of alternatives. The rise in aftermarket demand is set to continue until 2040 at least, and franchise dealers should be champing at the bit to boost revenue and radically expand their trade parts sales. It’s complicated, but many manufacturers already have a fantastic foundation in place for this model, albeit on a small scale. Demands of older cars The shift to electric vehicles — albeit slower recently — at a time of economic hardship has had a dramatic impact on consumer behaviour. Drivers are keeping their cars for longer; the average age of a car in the UK is now almost 9 years (according to Auto Express, April 2024). Manufacturers and the franchise dealer network have an opportunity to respond to this shift in buying behaviour. With just 35% of three-year-old cars returning to the franchise for servicing falling to less than 10% for a five-yearold car for some brands, the ‘how, when and where’ older cars are repaired and serviced is sometimes not considered. Yet to safely extend the life of a vehicle, drivers are spending more than ever on servicing and repairs. A 10-year-old car demands more replacement parts and repairs than its two-year-old equivalent — and that is a market that some manufacturers are failing to maximise. Yes, franchise dealers have parts departments that provide the independent trade with the genuine parts they cannot source elsewhere. Some have added an all-makes range and even offer trade club programmes, with dealers encouraged to register independent garages into loyalty schemes. Yet at a time of extraordinary uncertainty throughout the automotive industry, with the disruption created Grant O’Hara, head of commercial development at business consulting and services firm One Nexus, says auto firms globally should embrace ‘a proactive aftersales mindset’ to boost trade and loyalty parts programmes and spur business growth
Business 15 www.aftermarketonline.net DECEMBER/JANUARY 2025 by electrification and new competition arriving from China, the one absolute that manufacturers can rely on for the next decade or more is escalating aftersales demand. Supporting the independent market The ever-extending life of a vehicle is great news for the independent trade, but it is also a compelling opportunity for manufacturers and dealers. To provide customers with that essential first-time fix, independent garages need fast, reliable access to an array of parts and equipment. Technicians know that genuine parts sourced directly from a franchise dealer are more likely to fit and work first time. And, while few customers understand the difference between genuine and non-genuine parts, they would much prefer to have genuine parts fit to their vehicle if the price is right. What’s needed is not only the ability to deliver the right part, at the right price and at the right time to give an independent repairer the confidence to present the customer with a price and to schedule the fix, but to become the trade’s first choice. For the franchise dealer, there is an enormous opportunity to do so much more than make it easy for independents to access the ‘must have’ genuine parts. The foundations are in place. The challenge is to take the existing parts department from efficient order-taking to a proactive, profitable sales operation that delivers significant incremental revenue in the aftersales arena. Extending trade parts sales Building on the long-established concept of loyalty-based trade incentives, manufacturers can rapidly enhance their aftermarket services. The most successful programmes are moving beyond the sale of genuine parts, not only to include all-makes models but also to promote add-on products such as oils, coolant and consumables that the independent garage would not traditionally purchase from the franchise network. Using sales and marketing expertise and data intelligence to better understand pricing, marketing and loyalty models, the scheme can provide both manufacturer and franchise dealer with significant additional revenue. Building loyalty delivers more than a significant revenue boost. There are strong benefits to be obtained from building closer relationships between manufacturers, dealers, and independent garages. Adding technical expertise and advice, for example, to the provision of genuine parts, will provide a mechanic with far greater confidence in achieving a first-time fix. This not only boosts their own customer ratings; it improves the brand perception of the second and third owners who are unlikely to have a relationship with the original dealership. The cost and speed to repair reflect not only the skills of the repair shop but also the long-term value of that vehicle — something that can reinforce a driver’s brand value and commitment. Stronger bonds with garages Given the challenges facing the industry over the next 15 years, from the evolution to EVs to the rise of new market entrants from China and the growing demand for sustainability, this mature car parts market offers a compelling opportunity to boost revenue. It also provides a way to build stronger bonds with the independent garage network and, through these businesses, with customers that have never had a direct brand experience before. But to maximise this opportunity, automotive manufacturers need to embrace and adopt a mindset shift. Last year’s sales should not be a benchmark. This is a 10- to 15-year opportunity to achieve a step change in aftersales that could safeguard profits during this time of transition and provide an important ongoing role for the franchise dealership networks. Build on loyalty-based trade incentives to rapidly enhance aftermarket services
Business 16 www.aftermarketonline.net DECEMBER/JANUARY 2025 Chinese export brands OMODA and JAECOO have introduced over 90 insurance companies to their products line-up to highlight ease of repair and ready parts availability for its growing range of vehicles on sale in the UK. At a dedicated event at Thatcham Research’s base in Berkshire, the dual brands presented the results of their partnership with the automotive risk intelligence organisation. The partnership was established to prove the insurability of new and future OMODA and JAECOO models in line with Thatcham’s new Vehicle Risk Rating system, which assesses vehicle performance, safety, security, damageability and repairability. Thatcham said the partnership began early in the design phase of all OMODA and JAECOO products to ensure the mitigation of as much insurance risk as possible and to help give insurance underwriters full confidence in the UK parts, aftersales and vehicle repair provisions of debut models – the OMODA 5 and OMODA E5 crossover SUVs. The partnership will also work on the brands’ other upcoming models, including the OMODA 7, OMODA 9 and JAECOO 5 and JAECOO 7. Repair data With insurance risk partly attributable to the ease of vehicle repairs, the Research Council for Automobile Repairs and New Vehicle Security Assessment completed pre-testing on OMODA and JAECOO’s initial models, with significant work carried out on repair data. For example, to support efficient and economical panel repairs, entire side panels and sills have been broken down into sections, allowing localised repairs to be carried out. This data and methodology is now available for bodyshops via Thatcham’s ‘escribe’ portal, which provides accurate times for jobs, and the parts required to complete repairs. OMODA and JAECOO has enlisted international logistics firm DHL to manage the supply and logistics operations for parts into and around the UK, ensuring customers benefit from a hassle-free service and repair experience with parts deliveries in as little as 24 hours. The partners have also worked together to optimise vehicle security based on a 1,000-point system, which is divided into three categories: mechanical, electronic and vehicle identification. Specific outcomes of the project include mitigation against passive keyless entry and start thefts, the use of mobile devices being used as keys, manipulation of on-board diagnostics and even alloy wheel theft. Enhancing security With the benefit of Thatcham’s insights and expertise, OMODA and JAECOO have designed and configured their vehicles to resist theft by testing them to withstand forced entry for a period of not less than two minutes, locking the steering, gearbox and electronic parking brake for the same period of time, and ensuring the vehicles cannot be moved under their own power for at least five minutes. OMODA and JAECOO are also committed to enhancing the security on all models available in the UK, with a target NVSA E group rating. As such, a Thatcham certified locking wheel device will be applied to all vehicles at the factory. The passive keyless entry and start system will be protected from relay attack devices and a double locking system will be applied to UK vehicles along with enhancements to peripheral locking systems. In addition, a Thatcham compliant alarm will be fitted on certain models. Ray Wang, vice president of OMODA and JAECOO UK, told Aftermarket: “Our collaboration with Thatcham is also geared to making vehicle repairs easier for independent garages and the wider aftermarket sector. “The majority of businesses outside of the OMODA and JAECOO retail network won’t have any prior knowledge of working on or repairing our models. It’s therefore essential that they have the necessary tools and resources to carry out any such repairs accurately and confidently, especially as vehicles get older and some of them will start to leave the official network. “We’ve worked closely with Thatcham to ensure they have access to all relevant information.” As a new player in the UK, it’s essential that the dual brand’s vehicles are trusted and fully supported by the insurance industry, which in turn makes for a seamless customer experience, Wang said. Car brands drive to ensure insurability OMODA and JAECOO in risk intelligence partnership to instil confidence in parts, aftersales and repairs for UK market drive
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LENGTH UP TO 40’ ZIP CLOSE DOOR Model Dims Order Code exc.VAT WAS inc.VAT inc.VAT CIG81212 3.6 x 3.6 x 2.5m 140613584 £249.00 £298.80 CIG81015 4.5 x 3 x 2.4m 140613570 £279.00 £334.80 CIG81216 4.9 x 3.7 x 2.5m 140613574 £319.00 £394.80 £382.80 CIG81020 6.1 x 3 x 2.4m 140613572 £349.00 £418.80 CIG81220 6.1 x 3.7 x 2.5m 140613576 £389.00 £478.80 £466.80 CIG81224 7.3 x 3.7 x 2.5m 140613578 £489.00 £598.80 £586.80 CIG1432 9.7x4.3x3.65m 140613594 £1099.00 £1318.80 CIG1640 12x4.9x4.3m 140613596 £2599.00 £3118.80 BRIGHT WHITE INTERIOR JUMP STARTS Model Starts Engines up to Peak Amps Order Code exc.VAT inc.VAT JS1100 3L 1100 010310017 £86.99 £104.39 JS12/24 6L 2000 010311224 £179.98 £215.98 JS1224Li 8L 1200 010311225 £144.99 £173.99 FROM £104.39 inc.VAT £86.99 exc.VAT EXTRA LONG 1M LEADS JS1224 JS1224LI BEST SELLER Portable & adjustable Max. load of 1000kg Solid steel Folding and å [HG IUDPHV available Robust, rugged construction Overload safety valve CRANES BEST SELLER CWGC1000 020112570 PRICE CUT WAS £622.80 inc.VAT £598.80 inc.VAT £499.00 exc.VAT £263.98 inc.VAT £219.98 exc.VAT CFC100 020110142 PAY Monthly • Spread the cost over 12, 24, 36, 48 or 60 PRQWKV • $Q\ PL[ RI SURGXFWV RYHU d • 19.9% APR 5 MINUTE APPLICATION Professional type torch with on/off control Turbo fan cooled Easy conversion to gas with optional accessories NO GAS/GAS MIG WELDER IMIG100NG 010115615 £161.99 inc.VAT £134.99 exc.VAT BEST SELLER MIN/MAX AMPS 35/90 Model Type TonneOrder Code exc.VAT inc.VAT CTJ2L Long 2 020110275 £42.99 £51.59 CTJ2250LP* Low Profile 2.25 020113070 £49.98 £59.98 CTJ3000GB Pro Garage 3 020113032 £109.98 £131.98 CTJ3000QLC Pro Garage Quick Lift 3 020113210 £114.99 £137.99 CTJ2QLP# Low Quick Lift 2 020111820 £152.99 £183.59 2 & 3 TONNE TROLLEY JACKS FROM £51.59 inc.VAT £42.99 exc.VAT * CTJ2250LP has a 2.25 tonne capacity, has a low entry of only 80mm and includes 2 sockets ‡ WAS £191.98 inc.VAT JACKS ALSO IN STOCK UP TO 5 TONNE CTJ2250LP TURBO FAN GAS HEATERS Offering low cost, HIå FLHQW KHDWLQJ Model Max. Output kW Order Code exc.VAT inc.VAT Little Devil II 10.3 010416020 £89.98 £107.98 Devil 700 15 010410182 £114.99 £137.99 Devil 900 24.9 010410186 £159.98 £191.98 Devil 1600 36.6 010410190 £189.98 £227.98 Devil 2100 49.8 010410194 £249.00 £298.80 Devil 4000 131 010414000 £479.00 £574.80 DUAL VOLTAGE IN STOCK FROM £203.98 inc.VAT 230& 110 VOLT PROPANE GAS FIRED LITTLE DEVIL II FROM £107.98 inc.VAT £89.98 exc.VAT INVERTER GENERATORS Model Max Output Weight KG Order Code exc.VAT inc.VAT IG950D‡ 800W 9.3 010617107 £209.00 £250.80 IG1700F 1700W 22 010617095 £249.00 £298.80 IG1200D# 1100W 12.4 010617112 £229.00 £274.80 IG3500AF 3400W 35 010617125 £359.00 £430.80 IG2200A* 2200W 26.6 010617121 £349.00 £418.80 IG4000O 3800W - 010617130 £899.00 £1078.80 ‡ WAS £262.80 inc.VAT O WAS £1162.80 inc.VAT IG2200A FROM £250.80 inc.VAT £209.00 exc.VAT 2.2 KVA SPECIAL OFFER #WAS £334.80 inc.VAT *WAS £502.80 inc.VAT - ends 31/12/2024 PRO TOOL CHESTS & CABINETS SEE ONLINE FOR OUR HUGE RANGE OF TOOL STORAGE Model Description Order Code exc.VAT inc.VAT 1 CBB203C 3 Dr step up 070118012 £86.99 £104.39 2 CBB209C 9 Dr Chest 070118032 £154.99 £185.99 3 CBB217C 7 Dr Cabinet 070118057 £279.00 £334.80 £185.99 inc.VAT £154.99 exc.VAT 2 £334.80 inc.VAT £279.00 exc.VAT 3 1 Quick lift NonPDUNLQJ nylon wheels ALUMINIUM RACING JACKS Model Lifting Cap. Order Code exc.VAT WAS exc.VAT inc.VAT CTJ1500QL 1.5T 020112633 £104.99 £131.98 £125.99 CTJ1250AC 1.25T 020111818 £129.98 £167.98 £155.98 CTJ2500QLGB 2.5T 020112803 £169.98 - £203.98 CTJ1800AB 1.8T 020113202 £194.99 £239.98 £233.99 PRICE CUT NOW FROM WAS £131.98 inc.VAT £125.99 inc.VAT £104.99 exc.VAT CTJ1250AB DRILL PRESSES Range of precision bench æ RRU SUHVVHV for enthusiast, engineering & industrial applications CDP102B Model Motor (W) Speeds Order Code exc.VAT WAS inc.VAT inc.VAT CDP5EB 350 / 5 060712030 £94.99 £119.94 £113.99 CDP5RB 350 / 5 060710035 £94.99 £119.94 £113.99 CDP102B 350 / 5 060715512 £109.98 £139.14 £131.98 CDP152B 450 / 12 060715522 £179.00 £250.80 £214.80 CDP452B 550 / 16 060715575 £299.00 - £358.80 CDP352F 550 / 16 060715562 £319.00 £394.80 £382.80 CDP502F 1100 / 12 060715592 £689.00 £838.80 £826.80 B = Bench mounted F = Floor standing PRICE CUT NOW FROM WAS £119.94 inc.VAT £113.99 inc.VAT £94.99 exc.VAT Extra-long run fuel tanks – up to 53 litres Variable heat output with WKHUPRVWDW control XR60B DIESEL FIRED SPACE HEATERS ,GHDO IRU IDVW HIå FLHQW KHDWLQJ Model MAX output Order Code exc.VAT inc.VAT XR60B 14.7kW 010411103 £219.00 £262.80 XR110 29.3kW 010411006 £319.00 £382.80 XR160 46.9kW 010411008 £389.00 £466.80 XR210 61.5kW 010410210 £449.00 £538.80 PRICE CUT WAS £274.80 inc.VAT £262.80 inc.VAT £219.00 exc.VAT 7RS TXDOLW\ EHOW GULYHQ DLU FRPSUHVVRUV IRU LQGXVWULDO FRPPHUFLDO XVHUV LQF JDUDJHV IDFWRULHV ZRUNVKRSV DQG IDUPV EDU SVL PD[ ZRUNLQJ SUHVVXUH SE46C270 Model Air. disp Air RCVR Order Code exc.VAT inc.VAT XEV16/100 (OL)‡* 14 100ltr 000112270 £589.00 £706.80 XEV16/150 (OL)‡* 14 150ltr 000112272 £659.00 £790.80 XEV16/200(OL)‡* 14 200ltr 000112274 £719.00 £862.80 XEV16/150(400V)‡ 14 150ltr 000112276 £699.00 £838.80 XE18/200 (OL)‡* 18 200ltr 000112290 £1459.00 £1750.80 XE36C200‡ 30 200Ltr 000112360 £699.00 £838.80 XE29/270‡* 28 270Ltr 000112350 £1459.00 £1750.80 XE37/270 (OL)‡* 36 270ltr 000112370 £699.00 £838.80 SE46C270‡ 40 270Ltr 000114905 £1459.00 £1750.80 INDUSTRIAL AIR COMPRESSORS FROM £706.80 inc.VAT £589.00 exc.VAT ‡V-Twin *230V PRICE CUT WAS £2554.80 inc.VAT £2518.80 inc.VAT £2099.00 exc.VAT XEV16/100 $PPHWHU Multi-position charge regulator Overload protection on charging cycle BC210C BATTERY CHARGERS /ENGINE STARTERS Model Max Amps Charge/ Boost Order Code exc.VAT inc.VAT BC125 20/120 010310125 £89.98 £107.98 BC190 38/180 010310190 £104.99 £125.99 BC210C 25/200 010311130 £149.98 £179.98 WBC180 35/180 010311500 £159.98 £191.98 WBC240 45/240 010311505 £184.99 £221.99 WBC400 60/350 010311515 £219.00 £262.80 BC520P 50/510 010311082 £259.00 £310.80 FROM £107.98 inc.VAT £89.98 exc.VAT JN FRIENDLY STORES NATIONWIDE FREE 500 PAGE CATALOGUE GET YOUR FREE COPY! • IN-STORE • ONLINE • PHONE 0844 880 1265 Britain’s Tools & Machinery specialist! www.machinemart.co.uk Calls to the catalogue request number cost 7p per minute plus your telephone company’s network access charge. 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Business 18 www.aftermarketonline.net DECEMBER/JANUARY 2025 The arrival of a new year often brings resolutions and the desire to bring new ideas and a different approach to the coming year. Customer complaints often have a negative connotation, and while no businesses like receiving negative reviews about the service they provide, they can often be a motivation for positive change. Disputes can serve as a key source of learning and act as a powerful prompt to explore new ways of doing things for the better, which otherwise may not have been considered or immediately evident. This is especially relevant if processes have been embedded in company policy and gone ‘unchallenged’ for some time. As well as doing their upmost to resolve complaints, garages adopting a proactive approach to disputes, can reap several key benefits, which we will now explore. Creativity and innovation Customers highlighting potential issues may drive the introduction of creative solutions and new ideas to address the problems brought to light, and further improve the standard of work and service delivered. This can allow garages to be more competitive in a fast-evolving service and repair sector, and develop initiatives that allow them to stand out in their local area and beyond. Speedy complaint handling Complaints often provide unique ‘onthe-ground’ insight into customer needs and expectations, as well as where businesses could be failing. Businesses responding quickly, in line with clearly defined complaint handling procedures, helps diffuse the immediate issue, and improve consumer trust and loyalty in the longer term. In fact, customers who see their concerns addressed swiftly and fairly from the outset, are more likely to become an advocate of the business i.e. recommending a garage to others via word of mouth, online reviews, and on social media, for example. This means that, with the implementation of timely and relevant solutions, the pendulum can swing from a customer being a fierce critic, to becoming a positive endorser and ‘flag waver’ of your business. Proactive communication Effective communication is imperative to resolving complaints. When businesses actively engage in open dialogue with the consumer, it provides an opportunity to get a better understanding as to what went wrong, and what solutions may be acceptable both for the business and the consumer. This also gives the best chance of bringing the case to a close, before the consumer reaches out to an impartial third party, such as The Motor Ombudsman, to engage in alternative dispute resolution (ADR). Thorough ‘test drive’ of procedures Consumer dissatisfaction can be a critical test of even the most welldesigned and established complaint handling procedures, and may reveal potential gaps or areas for improvement in existing processes. What was once deemed effective, may no longer be appropriate. By identifying weaknesses through customer feedback, businesses have the opportunity to refine their approach in order to help preserve robust customer relationships. Complaints can often highlight shortfalls in employee skills and performance. Therefore, using them as a basis for added learning and enrolment in relevant courses can help prevent issues from happening in the first place, or escalating into more significant problems that could ultimately compromise your reputation. Unique insights Complaints may initially appear as a setback, but are often valuable tools to drive improvements and staff development, and should therefore be embraced as they provide unique insights into customer needs and business shortfalls. By addressing and learning from them, businesses can strengthen their customer relationships, improve staff performance, enhance their products and services, and evolve to approach future challenges in a more effective manner. Visit www.TheMotorOmbudsman. org/join for more information about accreditation to our service and repair code. Why complaints matter Bill Fennell, chief ombudsman and MD at The Motor Ombudsman, looks at how embracing customer complaints can act as a catalyst for positive change for businesses
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